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Home Solutions 1.1 Explain how different methods of promoting products and/or services impact on customer service delivery
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You must be able to:1 Understand how to organise customer service delivery1.1 Explain how different methods of promoting products and/or services impact on customer service delivery1.2Explain who should be involved in the organisation of customer service delivery1.3 Explain the importance of differentiating between customers’ wants, needs and expectations1.4 Explain different ways of segmenting customer groups1.5 Explain how customer segmentation is used in organising customer service delivery1.6 Explain how to analyse the “customer journey”2 Be able to plan the delivery of customer service2.1 Identify customers’ needs and expectations2.2 Map the “customer journey”2.3 Confirm that systems and structures are in place to enable the delivery of agreed standards of customer service2.4 Prepare the resources needed to deliver products and/or services to different types of customers2.5Plan how to deal with unexpected additional workloads2.6 Allocate priorities to address points of service failure3 Be able to deliver customer service3.1 Take steps to ensure that the needs of customers are balanced with organisational objectives3.2 Agree realistic and achievable actions with customers3.3 Identify areas for improvement in their own customer service delivery3.4 Adapt their own customer service delivery to meet customers’ changing expectations
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